In this Lab, we will go through the tasks that are required to setup Skills Based Routing (SBR) on Webex Contact Center.

Table of Contents

Overview

Lab Objective

  • This lab is designed to help you to configure Skils Based Routing on Webex Contact Center.
  • At the end of the lab, you will be able to routing calls using Skill based routing by assigning agent skill requirements for the call.

Pre-requisites

  • You have an assigned POD and Attendee ID (Refer to your Lab Details).
  • You have the customer admin login credentials.
  • You have the calling DNIS.
  • You have the agent’s extension number.
  • Prompt Wav files are uploaded, TEAM, SITE and USER are created.

Control hub: https://admin.webex.com\

Portal: https://portal.wxcc-us1.cisco.com/portal\

Agent Desktop: https://desktop.wxcc-us1.cisco.com/

Mailinator (Can Be Used to Create a New User user@mailinator.com): https://www.mailinator.com/

Lab

Video: Lab 4 - Skills Based Routing

The following video outlines the process to create a simple flow. The video uses a generic example.

You will use the naming convention of EntryPoint_CL_Lab_<ID> where <ID> is your attendee ID provided. This is to keep a track of all the configuration created end to end.

E.g: If you are attendee 123 you would use EntryPoint_CL_Lab_123

The video serves as a reference. View detailed steps in text below.

VIDEO TIMESTAMPS

00:00 - 00 01 - Recap

00:01 -3:17 - Agenda

3:17 - 5:22 - Define Skill & Skill Profile

5:23 - 5:53 - Tagging Skill Profile to User

5:54 - 7 30 - SBR Queue

7:30 - 18:30 -Step Step Flow Building

18:31 - End - Troubleshoot & Test the flow

User Role Contents Extension-DN Allotted
Admin admin1pod<POD>@email.carehybrid.com 3001

NOTE: Your <POD> is your POD ID allocated.

Steps

1.Create Skill Definition

  • Open portal > Provisioning > Skill > Skill Definition
  • Click (New Skill Creation) > Give Name(Agent_Profiency)and Description(Agent_Profiency) Type > Proficiency
  • Click (New Skill Creation) > Give Name(Premium_Agent)and Description(Premium_Agent) Type > Text

Note: We are using “TEXT Skills” in this SBR lab so that you can directly target agents with a specific variable from flow. This gives powerful capabilities as you will see later.

2.Crete Skill Profile

  • Open portal > Provisioning > Skill > skill Profile
  • Click (New Skill Profile) > Give Name - Cisco_Live_SP1 and Description - Cisco_Live_SP1 Select only Agent_Proficiency enter Skill Value to 5
  • Click (New Skill Profile) > Give Name - Cisco_Live_SP2 and Description - Cisco_Live_SP2 Select Agent_Proficiency enter Skill Value to 5 and Premium_Agent and enter Skill Value to Yes

3. Add skill profile to User/ Agent

  • Open portal > Users
  • Edit user > under Skill Profile select the skill profile created in step 2 - Cisco_Live_SP2

4.Create new Queue with Skill based routing and Add team

  • Open portal > Provisioning > Entry point/Queue > Queue
  • Create new Queue > Give Name and Description
  • Channel Type > Telephony
  • Queue Routing Type > Skill Based > Best Available Agent Add Team > Team[Team_CiscoLive]
Configuration field Value
Name Queue_SBR
Channel Type Telephony
Contact Routing Settings  
Queue Routing Type Skills Based
Agent Selection Best Available Agent
Call Distribution <Add team>
Service Level Threshold 20
Maximum Time in Queue 7200
Time Zone Default

5. Change the previous flow with Skill based routing queue

  • Open the Flow created before and click on Queue Contact node (Team1) and change the queue from Queue_Dummy to Queue_SBR
  • Skill Requirement Details > Select Skill and condition Under value – Skill Requirements

Set the following settings

Agent_Proficiency >= 4

Premium_Agent IS {{premium_cust_set}}

Enable Skill Relaxation After waiting in queue for: 15 seconds

Set skill requirements to:

Agent_Proficiency >= 4

6. Additional String Manipulation ! - CUSTOMER EMAIL CHECK

  • Create Custom String variable, Cust_Premium_check and Cust_Premium_set.

  • Drag and Drop Set Variable, Condition node and another Set Variable as explained in Video

  • In the First set variable parse for email, use

'''{{ Customer_Email | split("@") | last }}'''

to parse the domain name of email

Note: We used “” within the String hence we will need a new String wrapper of '''String with "substring" to differentiate'''

The filter functions on Pebble templates has a lot of info.

See Pebble Split Function

See Pebble Last Filter

In the Condition node, use this condition

{{Cust_premium_check ==”gmail.com”}}

  • If True, Set Cust_premium_check to Yes and connect it to main menu
  • If False, connect it to main menu

7. Make a call and Test the end to end flow

  • Verify the new flow end to end by first, logging into the Agent Desktop and going into a ready state.
  • Call the Dial number > Enter 5 digit pin non premium agent ( 36238 ) > On - Main Menu press 1 > Call queued for 15 seconds and gets connected to agent
  • Call the Dial number > Enter 5 digit pin premium agent ( 93752 ) > On Main Menu press 1 > Call gets connected to agent immediately

Congratulations! You’re done!

You are done with all the mandatory sections! Explore the bonus lab below!

BONUS - Lab 5: Intelligent IVR using Contact Center AI

Note: If you would like to go back to the HOME PAGE, CLICK HERE

BONUS LABS